2.0 - 6.0 years

0 Lacs

navi mumbai, maharashtra

On-site

As a highly skilled Team Leader Remote Desktop Support Technician with a minimum of 3 years of relevant experience supporting international clients, you will play a crucial role in ensuring the seamless operation of our clients" IT systems. Your responsibilities will include managing a team of remote technical support engineers, overseeing day-to-day operations, and ensuring that each team member meets Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). In your role as Team Leader, it will be your responsibility to manage the team efficiently, enforce schedules, and provide necessary training and support for the development of your team members. Conducting team huddles, coaching sessions, and addressing weaknesses to offer solutions for improvement will be essential in delivering a superior customer experience, which aligns with the core objective of your department. You will be expected to provide remote technical support to international clients through various channels such as phone, email, chat, and remote desktop tools. Troubleshooting and resolving hardware and software issues related to desktops, laptops, printers, and peripherals will be a key aspect of your role. Additionally, you will be required to install, configure, and maintain operating systems, software applications, and security patches, as well as set up and configure VPN connections for secure remote access. Collaborating effectively with cross-functional teams across different time zones to escalate and resolve complex technical issues will be vital. Documenting support tickets, solutions, and troubleshooting procedures in ticketing systems like Jira, providing training and guidance to international end-users on IT best practices, and staying updated on emerging technologies and industry trends to enhance service delivery and client satisfaction are also part of your responsibilities. Requirements: - Minimum of 2 years of experience as a team leader in remote desktop support, preferably with international clients. - Proficiency in using remote support tools and technologies. - Strong troubleshooting skills with the ability to diagnose and resolve technical issues efficiently. - Experience with multi-factor authentication (MFA) solutions, such as Yubikey, and VPN technologies. - Excellent communication skills and cultural sensitivity to effectively interact with clients from diverse backgrounds. - Ability to work independently and collaborate effectively in a remote team environment. - Experience using collaboration tools like Slack for communication and Jira for ticket management. Preferred Qualifications: - Bachelor's degree in Computer Science, Information Technology, or related field. - Certifications in relevant technologies (e.g., CompTIA A+, Network+, Security+). - Experience supporting a diverse range of operating systems, including Windows, macOS, and Linux. TaskUs is an equal opportunity workplace and an affirmative action employer, committed to fostering diversity and creating an inclusive environment for all employees. The people-first culture at TaskUs is dedicated to benefiting employees, clients, services, and the community.,

Posted 3 days ago

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